topic Re: Not getting the minimum speed that is guaranteed in Full Fibre

Not getting the minimum speed that is guaranteed

nakoruru — Sat, 25 Sep 2021 08:20:02 GMT

Upgraded to fibre extra 2 weeks ago:

Product: Unlimited Fibre Extra
Estimated Download Range: 64 - 72Mbps
Estimated Upload Range: 17 - 18Mbps
Minimum Guaranteed Speed: 59.6Mbps
Current Line Speed (Download): 40.4Mbps

I am only getting between 33-40Mbps, which was what I had before I upgraded from unlimited fibre. My computer is connected directly to the main socket with a cable. I should be getting at least 59Mbps as advertised. Please look into this for me.

Re: Not getting the minimum speed that is guaranteed

adam945 — Sat, 25 Sep 2021 12:26:08 GMT

Thanks a lot for reaching out @nakoruru

I'm really sorry ro hear that you've been experiencing poor Broadband speeds. Tests on the line are showing that this is being caused by an underlying issue on the phone network, also known as a Battery Contact. I've raised this matter with our suppliers and we're hoping to have it resolved by 29/09/2021.

I#ve created an open fault Ticket for our Tech Support Team to monitor, you can both view and comment on it for direct communication with them here.

Re: Not getting the minimum speed that is guaranteed

nakoruru — Sat, 25 Sep 2021 12:39:06 GMT

thanks for the quick reply. Will let you know how this goes.

Re: Not getting the minimum speed that is guaranteed

LaurenB — Sat, 25 Sep 2021 15:17:51 GMT

No worries @nakoruru, please just get back to us should you have any further queries in the meantime.